Operating Unit Clerk

Toronto
Job description

On May 5, 2021, Toronto City Council approved the creation of the Toronto Seniors Housing Corporation (“TSHC”) to provide seniors with safe, well-maintained homes and improved living conditions, services and experiences. TSHC will interact with and support senior tenants in new ways, with the goal of ensuring seniors can age in place with dignity and in comfort. On June 1, 2022, all 83 Toronto Community Housing Corporation (“TCHC”) seniors’ buildings transitioned to be managed by the new Toronto Seniors Housing Corporation. The new corporation will continue to be focused on meeting the needs of senior tenants through the Integrated Service Model.

TCHC will continue to own the buildings and be responsible for major capital. TSHC will lease the buildings from TCHC and be responsible for minor capital and maintenance. TSHC will be entering into agreements for shared services where appropriate with TCHC and TSHC will be focused on tenant facing issues, including health and social supports.

Please be advised that this opportunity is for Toronto Seniors Housing Corporation and not Toronto Community Housing.

In addition to a great job opportunity to help Toronto's Seniors live with dignity and safety, Toronto Seniors Housing offers:
An opportunity to build your career and grow with the newly created Toronto Seniors Housing!

  • Competitive Benefit Package
  • Defined Benefit Pension plan with 100% employee matching
  • Three weeks paid vacation and four personal days
  • Employee Assistance Plan
  • Fitness Membership discount
  • Annual Tuition Reimbursement

Position Summary
Reporting to the Tenant Engagement and Services Supervisor, this public-facing position will be TSHC (Toronto Seniors Housing Corporation) first point of contact. Liaising directly with both senior tenants, and the public, responsibilities will include providing information and assistance to both these groups, by telephone, email or in person. The position will provide front line support for TSHC policies and routine inquiries. Additionally, this role will be responsible for facilitating relationships between external parties and internal stakeholders, helping to foster a better culture of collaboration within the corporation. The successful candidate will be making a difference in their community, supporting approximately 15,000 senior tenants, enabling them the ability to age in place, with an elevated quality of life.

Responsibilities

  • Maintain the "tenant friendly” customer service area by ensuring information materials, forms, bulletin boards and information are relevant and up to date.
  • Engage with customers, assess and resolve incoming inquiries on a wide range of tenancy matters including, but not limited to, complaints, rental accounts, parking, transfers, policies, procedures, etc. and only refers complex issues if required, to appropriate person.
  • Provide up to date and accurate information to incoming customers on areas such as, procedures, account status, services available, parking availability.
  • Assist customers by completing forms, scanning forms and documents.
  • Process rent payments for incoming customers, processes batches for bank deposits, promotes and administers pre-authorized rental payments.
  • Provide recommendations to the Regional Office and Building Team on how to effectively reduce the number of customer service issues.
  • Administer tenant, short term and non-tenant parking systems.
  • Input and assign all inquiries into Customer Relationship Management (CRM) and disburses CRM reports.
  • Maintain booking schedule for office meeting room.
  • Prepare a variety of routine correspondence and reports. Examples include: Tenant complaints, 24 hour access letters, move out acknowledgements, annual rent receipts, confirmation of tenancy, tenant charge letters, Housing Services Act (HSA) letters, etc.
  • Maintain an effective electronic and manual record keeping system for business practices including: Workplace injury forms, vacation schedules, tenant files, attendance, accounts payable documents, HSA documents and legal documents, etc.
  • Utilize computer systems as an essential job tool. For example: HoMES, RENTCafe, CRM, Portfolio Database, Electronic Mail, Intranet,Web based Time entry System (WFC).
  • Attend meetings and prepares minutes and agendas.
  • Order office supplies, and processes incoming and outgoing mail.
  • Other duties as assigned

Qualifications

  • Knowledge and understanding of the systemic challenges faced by seniors of Toronto Seniors Housing and aging in place.
  • Experience utilizing a variety of software packages that support the business practices.
  • Experience in front line customer service.
  • Demonstrated experience in preparing routine correspondence, memoranda and reports.
  • Knowledge and understanding of the systemic challenges faced by seniors of Toronto Seniors Housing including, but not limited to, poverty, gender, mental health, culture, settlement and aging in place.
  • Must demonstrate a commitment to providing a high level of tenant/customer service, respecting diverse cultures.
  • Excellent communication, interpersonal, de-escalation skills and active listening required to interact with a variety of internal and external customers.
  • Ability to work independently with minimum supervision and cooperatively as a team member.
  • Ability to organize, prioritize and meet deadlines.
  • Ability to travel to various Toronto Seniors Housing work locations as required.
  • Ability to make basic calculations accurately.
  • Ability to work flexible hours including evenings and weekends.
  • Ability to speak/write another language considered and asset.

What’s next

Once you apply, we’ll review your resume and cover letter to determine if your skills and experience match the qualifications for the role. Only qualified candidates will be contacted to move forward in the hiring process. If you are contacted, the process will include one or more interviews and/or assessments and reference checks.

Candidates for unionized positions must score a minimum of 70% to pass any interview or assessment and be considered for the next stage of the recruitment process. Successful candidates will be determined based on score and where applicable, union seniority. Note: not all candidates who score 70% or higher will automatically proceed to the next stage of the recruitment process as this will be dependent on the number of candidates and number of available roles.

Assessment Process

Candidates will complete an online test, a computerized written test and a verbal interview. Candidates will need to achieve a score of 70% on each step/assessment to pass. Successful candidates will be considered further based on union seniority. In the event there are any changes candidates will be notified prior to the assessment in writing.

Please Note: TSHC has a mandatory vaccination policy wherein staff are required to be fully vaccinated against COVID-19 with the exception of employees with approved accommodations.

Job Type: Full-time

Salary: From $27.47 per hour

Benefits:

  • Company pension

Schedule:

  • Weekend availability

Work Location: One location



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Toronto Seniors Housing Corporation

Toronto